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Using Multiple Knowledge Base Files

Each instance of a Siebel Server can have only one Siebel Smart Answer Manager. You must have a Siebel Server for each knowledge base file that you want to add to your business system.

Example of Using Multiple Knowledge Base Files

You have two knowledge base files, KB1 and KB2. The knowledge base files require two Siebel Servers, Server A and Server B. Each server must point to the appropriate knowledge base file. Each Siebel Smart Answer Manager must also point to the appropriate knowledge base.

NOTE:  Each Siebel Server must point to the same gateway server. This allows you to administer the servers from the same screen in the application (Administration - Server Management, then the Enterprise Operations view).

To configure Siebel Smart Answer to use multiple knowledge base files

1. On the appropriate Siebel Server, create a new catalog and import the knowledge base file that you want to use.

   NOTE:  For example, on Server A, create a new catalog and import KB1 to this catalog. On Server B, create a new catalog and import KB2 to this catalog.

2. Create a new profile, one for each catalog or knowledge base file.
3. (Siebel Email Response only) Set up the response groups on the main Siebel Server, as follows:
   1. Create a response group for a knowledge base file you created.
   2. Add an input argument in the response group called Catalog Name.
   3. In the value field, enter the name of the catalog.
   4. Repeat Step a through Step c for each knowledge base file you create.
   5. Add another input argument called Siebel Smart Answer Profile with the name of the profile you created.

      NOTE:  For example, on Server A, create two response groups, RG1 and RG2. Also create two Siebel Smart Answer Profiles, P1 and P2, to monitor each of the knowledge bases. Add two input arguments to each response group, with the values as shown in the following table:

      Response Group	Knowledge Base	Profile
      RG1	KB1	P1
      RG2	KB2	P2

4. Install a Siebel Smart Answer Server for each knowledge base, see Installing and Administering Siebel Smart Answer.
5. Enable the Siebel Smart Answer Manager Server component on each Siebel Server.

   NOTE:  For example, in the Siebel Smart Answer Manager Component Parameters tab, enter the details as shown in the following table:

   Server	Knowledge Base Name Parameter
   Server A	Catalog name for KB1
   Server B	Catalog Name for KB2

6. (Siebel Email Response only) On the main Siebel Server, create Communication Inbound Manager tasks for each response group.

   NOTE:  For example, on Server A create two Communications Inbound Manager tasks, one for RG1 and one for RG2, and start both tasks. When you send a message to the profile monitored by RG1, the categories from KB1 are used. Similarly, when you send a message to RG2, the categories from KB2 are used.